Report on resolution time

[osvaldo2]

New management came into the job and they wanted to see how incident, request, and change resolution time has changed. First ticket update all the way to closed before say like before 3 months ago and how it has changed from 3 months ago  moving forward. I might be overlooking this but any ideas would be greatly appreciated?

[Rahul Kathuria]

Hi,

You can achieve this using the basic reporting functionality.  There are few out of the box KPI reports already available which gives you resolution SLA  like You can check out the 'KPI - Incident Resolution within SLA by Category' report that's provided out-of-box. 

If you need advanced reporting, i would recommend to go with Performance Ananlytics.

Thanks

Rahul

[Adam Stout]

SLA is a great place to start if you have a resolution SLA.  If not, look at metrics.  There should be a state duration metric which could be used to calculate this.  Not only can you look at the resolution time but also how long each state is taking over time.

[osvaldo2]

Hello Adam,

Thanks for the reply. I found the incident_state metric but I am having issues displaying it correctly in a report.  I think I am not choosing the correct table to get the metric correctly?

[osvaldo2]

This is what I see. I was trying to see incident state by group or user? Am I doing incorrect?